Vice President - Fraud Operations

Introduction:

As a manager of Billing Disputes, a colleague would be responsible for the daily operations, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements in a call centre environment.

What will you be doing ?

This role will be hands On "In Person Presence in US Timings of Approx. 6 PM to 4 AM IST

- This is a largely work in office ( Pune Office ) "Leadership of the team & Real Time availability of the AVP for US Stake-holder interactions in US Timings". This is not a Remote Work from Home Assignment as it requires in Person

Provision of Leadership in the Pune Office for the US Operations.

- The operations will have weekends working

- Hybrid working after 6 months of acceptable performance

- Manage daily staffing and workflow for Dispute Operations and ensure adherence to department quantity and quality standards.

- Proactively identify service delivery failures and escalate issue/impact to appropriate business owners

- Meet regularly with individual team members; coach them to meet and exceed their metrics.

- Utilize reporting and direct observation to keep them abreast of their performance towards those goals.

- Provide performance analysis to implement action plan strategies to improve overall performance

- Be a resource for policy, procedure, and human resources questions/issues.

- Problems encountered are difficult in nature and complexity.

- Day to day decisions generally made without supervision or review.

- Responsible for broad scope of decision-making.

- Authority for decision making with system changes and projects across the division and in conjunction with other business units.

- Will communicate high-level results of decisions to management.

- Makes hiring and staff decisions.

- Works in partnership with site leadership to ensure Fraud Operations team engagement and compliance with any site standards or objectives.

What we're looking for:

- 5+ years leadership experience

- Bachelor's Degree or Equivalent Work Experience

- Service Level, queue and staffing management

- Leadership or supervisory experience in a call centre environment

- Banking, Credit Card, Disputes, Fraud and Financial Services

Skills that will help you in the role:

Proven AVP/VP experience in QA/Operations

- Proven Credit Card operations experience

- Demonstrated success at developing and managing an effective organization that meets service standards and financial targets, retains and develops employees, and satisfies customers

- Understanding of Association requirements pertaining to charge-back rights

- Previous Fraud/Merchant Dispute Operations experience

- Attention to detail, understands importance of accuracy and responsiveness

- Knowledge of credit card regulations

- Attention to detail, understands importance of accuracy and responsiveness

- Strong analytical and problem solving skills

- Strong communication skills, both verbal and written

- Results driven with a commitment to continuous process improvement and quality

- Ability to multi-task and work under pressure

- Proficient in Microsoft applications

- Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards

- Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management

- Enthusiastic, customer solution focused